eglobalis

DECEMBER 17, 2024

AI-powered insights also improve renewal forecasting and streamline service workflows, ensuring B2B companies can scale customer support without overextending resources. As customer expectations in B2B rise, AI will serve as a critical enabler of personalized, high-touch experiences that drive business partnerships forward.

AI 340

AI CX Sentiment Analysis Net Promoter Score 340

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

CX 234

CX CX Transformation B2B B2C 234

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. So let’s start!

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ECXO

DECEMBER 20, 2023

Next, your customers have become your biggest regulators and they aren’t impressed with just any personalisation. Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. They are also cautious about sharing their data. Relevancy is your strongest currency (more on this in a moment).

Customer Experience 156

Customer Experience B2B Machine Learning AI 156

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. So let’s start!

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

VOC 62

VOC B2B Close the Loop Non-Profits 62